Contact Centre Manager

Full-time
Contact Centre Manager
Selpal
Johannesburg, Gauteng
Permanent

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Posted 01 July 2021 – Closing Date 31 July 2021

Job Details

Job Description

Job Purpose:

Selpal is seeking a highly organized individual to assume the role of Sales Support Manager. The ideal candidate will be responsible for managing the sales support team to ensure daily performance metrics are consistently met and exceeded, this includes supporting the field team to increase sales performance and monitoring customer service levels for improvement. Support and enablement of the sales team through effective day-to-day operational support and other sales support functions is a requirement.

The successful candidate will report to the Chief Operating Officer.

Minimum Requirements

  • Grade 12 with Mathematics
  • Relevant Business Intelligence /Analytics Degree will be advantageous
  • At least 3 years’ experience in the management of a field sales support team
  • Proven experience in implementing and managing sales support tools such as Salesforce or Microsoft CRM will be an advantage
  • Proficient on all MS Office programmes

 Key Attributes

  • Strong communication and interpersonal skills
  • Strong financial analysis and attention to detail
  • High levels of customer centricity
  • Emotionally intelligent
  • Leadership and motivational skills
  • Solutions and results orientated
  • Negotiation and influencing skills
  • Strategic and analytical thinking
  • Adaptable and agile
  • High level of customer centric behavior
  • Time and priority management

Duties & Responsibilities

  • Build a high-performance, solutions driven support call center to serve as a centralized point of contact for the field team,
  • Act as a partner between the field team and other internal customers (departments) to ensure efficient and prompt resolution of all queries received,
  • Implement and manage an effective ticketing system that enables prompt and constant communication to stakeholders and strict adherence to service delivery,
  • Manage escalations with urgency and see through to conclusion within specified timeframes,
  • Monitor and communicate the performance metrics/targets of the field team, and liaise with Area Sales Managers in order to ensure they are held accountable for their performance,
  • Develop and implement new departmental processes and procedures aligned with industry best practice,
  • Identify inefficiencies/opportunities for improvement and compile and deliver proposed solutions that add value and enable a high-performance culture,
  • Work closely with the operations and sales team in driving the business strategy,
  • Remain knowledgeable of company applications, functions, key processes, business initiatives and all internal resources/assets in order to assist the sales team in servicing their customers and achieving company goals,
  • Effectively manage departmental expenses to ensure delivery of departmental goals,
  • Analyse performance metrics data and leverage it to effectively coach and develop the Sales Support team,
  • Daily data analysis and reporting as agreed with Management,
  • Ensure that business is conducted with integrity at all times and that behaviour aligns with company values.